Jenna Hamers
Summary
Operations and program management leader with 15+ years of experience in fintech and merchant services driving enterprise-scale transformation, operational readiness, and strategic execution across complex, high-growth environments. Proven track record leading cross-functional initiatives that improve operational performance, accelerate adoption, and scale business operations across multiple lines of business. Adept at navigating ambiguity, aligning executive stakeholders, and translating business strategy into measurable outcomes through process optimization, change management, and data-driven decision making. Recognized for building scalable programs, influencing at all organizational levels, and delivering operational solutions that enhance customer experience, reduce risk, and support long-term business growth.
Overview
12
12
years of professional experience
1
1
Certification
Work History
VP Operations Performance Manager
Bank of America
06.2023 - Current
- Utilized performance data, including KPIs and post-training outcomes, to influence leadership decisions and optimize operational performance.
- Executed cross-functional strategies that scaled operations and improved frontline performance through targeted data-driven insights.
- Led team of facilitators, implementing structured coaching scorecards and leadership routines that enhanced team accountability and performance.
- Established high-performing leaders, reducing time-to-proficiency while delivering measurable business outcomes consistently.
- Ensured seamless adoption of procedural and regulatory changes through alignment with operations, risk, compliance, and process owners.
- Oversaw human resources functions, streamlining recruitment, employee relations, training, and benefits administration to support operational efficiency.
- Developed enterprise-wide readiness strategy across multiple business lines, enhancing onboarding and upskilling initiatives.
AVP Senior Proficiency Coach II
Bank of America
09.2021 - 06.2023
- Designed organization-wide mentorship program and developed proficiency coaching to elevate facilitation quality and reinforce culture of accountability and continuous improvement.
- Led cross-LOB learning strategy and agenda redesign with 10+ senior leaders and process owners across Product, Risk, Compliance, and Operations to tailor readiness solutions to business needs.
- Functioned as a trusted operational partner, using deep industry expertise and performance data to identify gaps and enhance learning effectiveness.
- Drove cross-functional execution by aligning stakeholders to remove bottlenecks and improve process adoption, enhancing frontline performance and customer experience.
- Designed scalable learning assets and portals, improving access to knowledge and reducing dependency on live facilitation
- Identified potential risks associated with new projects or initiatives and developed mitigation plans accordingly.
AVP Training Specialist
Fiserv LLC
10.2020 - 09.2021
- Developed and executed strategic training plans aligned to operations goals, enhancing departmental productivity and performance.
- Led development of complex learning solutions, creating advanced tools and 60+ integrated user guides to support operational standards.
- Trained and mentored new hires, accelerating their readiness and effectiveness across varied operations roles.
- Partnered with legal, risk, and compliance teams to ensure training protocols complied with regulatory and operational standards, minimizing risk.
- Collaborated with senior leadership to align projects with corporate objectives and vision.
AVP Training Specialist
Bank of America Merchant Services
09.2014 - 10.2020
- Designed and delivered onboarding and training programs supporting 40+ new hires annually, strengthening early performance and engagement.
- Streamlined training delivery models, shortening training duration while ensuring quality and consistency.
- Implemented diverse learning methodologies to boost retention and application of skills among trainees.
- Enhanced departmental systems and workflows, increasing efficiency and accuracy in training operations.
Education
Spokane Falls Community College
Spokane Community College
Skills
- Strategic Program Management
- Program Scalability & Execution Strategy
- Change Management and Organizational Enablement
- Process Transformation & Operational Excellence
- Business Operations & Process Improvement
- Enterprise Operations & Readiness
- Performance & Capability Management
- Risk Mitigation & Regulatory Compliance
- Cross-Functional Leadership & Stakeholder Alignment
- Adoption Strategy & Organizational Change
- Customer Experience & Service Delivery Optimization
- Enterprise Communications
- Executive Communication & Strategic Messaging
- Talent Development & Team Leadership
Previous Roles
Bank of America Merchant Services | 07/2009-9/2014
- Senior Segmentation Lead
- Business Priority Unity and Internal Technical Escalation
- Customer Support Specialist
- Small Business Support Specialist
Accomplishments
- Built and scaled enterprise learning infrastructure, improving knowledge accessibility and reducing reliance on live facilitation
- Led team execution and delivery through complexity with zero disruption to critical initiatives, delivering over 1,300 hours of readiness support.
Awards And Activities
- GTMO Double Diamond Award, 2025
- Platinum Award, 2025
- Gold Award, 2022
- Gold Award, 2023
- Gold Award, 2024
- Silver Award, 2021
- Silver Award, 2022
- Bronze Award, 2025
Certification
Lean Six Sigma - Green Belt
Languages
- English
- ASL (Training in-progress)
Timeline
VP Operations Performance Manager
Bank of America
06.2023 - Current
AVP Senior Proficiency Coach II
Bank of America
09.2021 - 06.2023
AVP Training Specialist
Fiserv LLC
10.2020 - 09.2021
AVP Training Specialist
Bank of America Merchant Services
09.2014 - 10.2020
Spokane Falls Community College
Spokane Community College